A focused assessment that quantifies what Visionary CX could change across employees, customers, and performance.
This is not a CX assessment in the usual sense. It measures how well your whole company is set up to carry the CX mission and deliver the customer outcome.
CSAT Focus — Transforming support into an intelligence engine
0/15▼
Operational Excellence
Intelligence & Feedback
Technology & Access
Culture
Pillar 3: Customer Success & Lifecycle Management
NPS Focus — Long-term value & customer advocacy
0/15▼
Proactive Engagement
Lifecycle & Growth
Advocacy & Referrals
Cross-Functional Collaboration
Pillar 4: CX-Aligned People Operations
ePS Focus — High-performance CX workforce engine
0/12▼
Role Clarity & Accountability
Culture & Empowerment
Financial Literacy & Ownership
Development & Engagement
Your Score
Siloed CX
0 / 58
Your Company Profile
Help us calculate your CX opportunity with a few key metrics.
$25M
$5M$125M
15%
5%35%
75
20500
15%
5%40%
CX3 Strategy
Fractional CXO Leadership
Your Company
CX3 Impact Report ·
FINDINGS
CX3 Readiness Assessment Results
Annual Revenue
$25M
EBITDA Margin
15%
Employees
75
Annual Churn
15%
CX3 Assessment Score
0Your Score
▼
2112-18 Mo Target
▼
513-Year Target
▼
Siloed
(0-20)
Fragmented
(21-35)
Aligned
(36-50)
Unified
(51-58)
Your CX3 Assessment Score
Siloed CX
0 / 58 points
CX initiatives lack coordination and unified leadership.
Premise
1. CX3 score maps to industry quartile performance for ePS and NPS (see Appendix). 2. Projections reflect movement from current to target quartile within 12-18 months.
Current Performance by PillarDerived from CX3 58-point assessment
Organizational Leadership
0 / 16
0%
Customer Care & Service
0 / 15
0%
Customer Success & Lifecycle
0 / 15
0%
CX-Aligned People Operations
0 / 12
0%
If You Reach Next TierProjected metric improvements
ePS Improvement
Employee Promoter Score
+5
→
+17
+12 points
NPS Improvement
Net Promoter Score
+10
→
+20
+10 points
Churn Reduction
Customer Churn Rate
15%
→
11%
-25% reduction
IMPACT
Projected 12-18 Month Outcomes
With CX3, Unified CX unlocks approx. $2.0M in value with existing customers and workforce.
Projected 12-18 Month ImpactSee Appendix for full methodology
Premise:These projections apply conservative research multipliers to your company data. See Appendix for methodology.
1. EBITDA Lift from Employee Engagement (ePS)
EBITDA+$331K
$3.75M EBITDA × 6.3% lift = $236K
The logic: Your EBITDA is $3.75M. Gallup found top-quartile engaged teams deliver 21% higher profitability. A 12-point ePS improvement gets you ~30% of that benefit (6.3% EBITDA lift).
The logic: Your revenue is $25M. A 10-point NPS gain translates to ~1.43% revenue acceleration (based on 7pt = 1% correlation).
Research: London School of Economics — 7-point NPS increase correlates with 1% revenue growth.
3. Retained Revenue from Reduced Churn
Revenue+$938K
$25M × 15% churn × 25% reduction = $938K
The logic: You have $25M revenue and lose 15% annually to churn ($3.75M). Reducing churn by 25% keeps an extra $938K in customers who would have left.
Research: Bain & Company — NPS leaders see 2-4x higher retention rates than laggards.
4. New Business Acceleration
Not Quantified
The logic: New prospects land in a high-ePS, high-NPS environment. Close rates improve, sales cycles shorten, CAC drops. We don't model this because it varies by sales motion — but it's real.
Research: Gallup shows engaged teams have 20% higher sales. This impact is additive to the numbers above.
Year 1 Projected Economic Value Creation
EBITDA impact ($0) + Revenue impact ($0)
$1.99M
Expected Mid Case · Range: $1.0M (conservative) to $3.0M (optimistic)
What's Included:
Value of increasing your CX3 score with current workforce and customer base.
What's Not Included:
These projections do not include new business growth from sales operations.
The Question Isn't Whether to Invest in CX3 Leadership
It's whether to leave $1.99M on the table. Contact CX3 Strategy today.
Expected ROI
1,800%+
IMPACT
Strategic Value & Compounding Returns
The CX3 Flywheel: These Gains Compound
ePS → NPS → EBITDA → Valuations → ↺
VALUE ($)
ePS / NPS
Projected 3-Year Economic Value Creation
Cumulative value from existing business optimization
$0
Year 1
Implement CX3 framework. Align leadership, operations, people strategy. Early wins in months 3-6.
Year 2
Year 1 gains become baseline. Retained customers compound. Engaged employees deliver better experiences.
Companies with strong ePS, NPS, and predictable revenue command higher valuation multiples. Lower churn means lower risk. Engaged teams mean sustainable performance. Acquirers and investors pay premiums for this.
The math: If CX transformation adds even a 0.5x multiple to your EBITDA valuation, that's $2.6M+ in enterprise value creation — on top of the operational gains above.
Based on existing business optimization. Does not include new business growth.
IMPACT
Strategic Value & Non-Quantifiable Benefits
Beyond the Numbers: Strategic ValueNon-quantifiable benefits of equal importance
🛡️
Competitors Can't Copy Culture — Products replicate in months. Culture takes years. This is your durable competitive advantage.
🧲
Talent Wants to Join (and Stay) — Great people seek out companies where they do meaningful work. Recruiting costs drop.
📣
Customers Become Your Sales Force — Promoters recruit new customers. Your best salespeople are already on payroll.
💰
Pricing Power Replaces Discounting — Customers pay more for better experiences. Margins expand without additional cost.
APPENDIX
Methodology & Benchmarks
How We Built These Projections
CX3 Score to Industry Quartile Mapping
Your CX3 score maps to industry quartile performance based on Gallup Q12 engagement benchmarks and Bain NPS research:
Siloed (0-20) → Bottom 25%: ePS -10 to +10, NPS -10 to +10 Fragmented (21-35) → 25-50%: ePS +10 to +25, NPS +10 to +25 Aligned (36-50) → 50-75%: ePS +25 to +45, NPS +25 to +45 Unified (51-58) → Top 25%: ePS +45 to +70, NPS +45 to +70
ePS and NPS projections are interpolated based on your position within the quartile range, not fixed increments. This ensures projections scale proportionally to your CX3 score improvement.
Research-Based Multipliers
We apply conservative multipliers from peer-reviewed research:
• Churn reduction: 5% relative reduction per 7-pt NPS gain, capped at 30% (Bain: NPS leaders retain 2-4x better)
• EBITDA lift: 5.25% per 10-pt ePS gain (~25% of Gallup's 21% top-quartile premium)
• Revenue acceleration: 3% per 12-pt NPS increase (London School of Economics)
Industry BenchmarksWhere do you stand?
Employee Promoter Score (ePS)
Industry Average+12
Top Quartile+35
Best in Class+55
Net Promoter Score (NPS)
Industry Average+32
Top Quartile+55
Best in Class+70
Annual Churn Rate
Industry Average13%
Top Quartile8%
Best in Class5%
Your Company15%
About CX3 Strategy
Ken McLoughlin built the CX3 framework based on peer-reviewed research and 25+ years of development and deployment across 100+ client engagements, representing $165M in service delivery to brands including Walmart, Hasbro, and Thermo Fisher. The CX3 approach focuses on whole-company CX—unifying leadership, customer operations, and people strategy into a single CX3 growth and excellence flywheel.
Your CX3 Impact Report is ready.
Save it, share it with your leadership team, and bring it to your next board conversation.
Save your report
Click Print to PDF below. Your browser's print dialog will open. Set the destination to Save as PDF, uncheck Headers and footers, then save. Your report exports as a clean, board ready PDF.
🔒 CX3 has zero access to your data. All calculations happen in your browser.
Next step: talk it through with Ken.
Your report stays with you. Bring as much or as little of it to the conversation as you like. No sequence. No pitch.
Not ready to book? Leave your email and Ken will reach out personally.
Loading form...
🔒 CX3 receives only your email. Your answers, scores, and projections never leave your browser. What you share in a conversation is entirely up to you.
Ready to Discuss Your Results?
Connect with Ken McLoughlin to explore how CX3 can transform your customer experience.
Book a Call
calendly.com/ken-mcloughlin-cx3strategy
Phone
760-802-5426
cx3strategy.com
Fractional CXO Leadership for Mid-Market Companies